Orangutan Home Services

I left a message for [redacted] on 6/25/15 at 8:05am explaining a Pest control company will be able to clean the bird droppings that are under the A/C unit on Friday 6/26/15.  The pest controlcompany will contact her directly to verify the time.

I spoke to Mrs. [redacted] today 8/8/16, and I am sending her a check for $1100 for the problems we have caused her.

I spoke to Mr. [redacted] on 6/10/15.  I apologized for the poor language that was left on his voice mail and will send him a written apology from the person who did it.  I explained our procedures and offered himmy personal guarantee we will make his next appointment and offered to...

extended his maintenance program for two years for his inconvenience,  He said he will speak to his wife and get back to me.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I received the following: 1.  Handwritten apology from [redacted], the employee for whom I expressed the complaint, and a note that states:     DEAR MS [redacted]    DUE TO THE DATE OF THE FIRST INVOICE REQUESTED INVOICE #[redacted] THE    ORIGINAL IS NOT READILY AVAILABLE SO I INCLUDED A COPY FROM OUR    COMPANY RECORDS.  (note:  #2 below references this invoice)  2.  I received a typed invoice from the services rendered 01/08/14.  However, the 20% discount I should received was not reflected.  The charge for the Compressor Assist Start Relay was unit priced at $375.  I paid a total of $395.21 ($375.21 plus $20.00.  (Note:  this is for the non-Trane start kit) Therefore, [redacted] owes me $75 for this visit.  3.  I received a copy of Invoice [redacted] dated 9/13/14.  This invoice does not match my pink NCR customer copy of [redacted]; the copy I actually signed.  My original pink customer copy does not have information they are now showing on the invoice. The copy they sent has the following information on it:      1 Trane Manufacturer Startkit @519.35/pma:  $415.48/Total:  $366.75      In the Comments section, they have:  "Customer paid $366.75 plus tax of $20.98,    for a total of $387.73.  Didn't give 20% off for PMA."  4.  I received a check dated September 19, 2014, in the a**unt of $77.40 (check #105277).  My concerns at this point are: a.  Invoice P[redacted] does not reflect the 20% discount.  (why is this not reflected?) b.  Invoice P[redacted] (their copy sent and my original are not reflecting the same information)  Why? c.  I still cannot reconcile the $152 for the wrong start kit installed in January.  Is the $77.40 check I received for part of this? I have all copies given to me by the technicians of the visits from [redacted]. I am happy to provide this information as it appears [redacted] and I do not have the same information. I do not at this time feel this issue is not resolved.  

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Orangutan did send out a crew to repair the drywall that was removed at my cost due to the water damage.  The drywall and floor board repair was done to my satisfaction but I am still $150 out of pocket due to Orangutan initially refusing to remove and repair the drywall. The removal of the drywall was completed by Preferred Choice Restoration, whom Orangutan sent to my home to check the damage.  Orangutan then refused to pay for the removal and repair of the damage.  Due to the growth of mold I had PCR remove and treat the affected areas.  I was charged $150 for that work.  

Regards,

Mrs. [redacted] did purchase her unit on 11/24/14.   It came with a manufacturer 10 year parts, 10 year compressor warranty and a 1 year labor warranty. The labor warranty expired on 11/25/15.  Any repairs after this time that are not covered by the Rheem, the manufacturer, would be an...

expense to the home owner. We did discount the repair from our normal price of $1195 for that unit which includes labor, Freon, 411 flush, line dryer, evacuating and reclaiming Freon.

When the field supervisor Steve S[redacted] came to our house he was pleasant. He told us our air conditioning unit needed to be replaced since it wasn't taking freon and he showed us (my sister and I) that the gauges were not even or equal. So he also continued to say we had a blockage in the line and there was no way to replace it or clean it out. We thought that was weird since the air conditioning was working fine the day before he showed up. He said you need a new one and gave us prices so we took this as we need a second opinion and he said fine and wrote down how much one would be and didn't charge us, which I found weird. This was a Thursday and on Sunday we had another air conditioning guy come over and you know what he found, a wire was pulled off so the compressor would not turn on making the gauges show that the freon was not there. When it was put back on the compressor turned on and the gauges were equal like they were suppose to be. I would never recommend Orangutan home services to my worst enemy let alone my friends or family. They tried to rip us off for $5000.

We had a scheduled maintenance check for this customer and when our tech arrived the unit was not working properly. The maintenance tech wanted to turn this over to a service technician. When we turn over calls to service there is a charge to diagnose the system. With the charge usually being $99 we...

discounted the rate to $79. I am not sure why there was a miscommunication about the charge because there is always a diagnosis charge. This customer has a leak somewhere in the system but the only way to find out where is to do a leak test. This is why we can not tell the customer exactly what is wrong since he has not allowed us to do the leak test. We tried to contact the customer and have not heard back yet but are more than willing to go out and do the leak test so we can find and fix the problem.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No voicemail was left and I had no record of the calls.  Another person in business hasn't resolved the issue yet but has at least called.

Regards,

We asked for refund of remaining Parts & Labor Contract which Orangutan has agreed to and also refund for service call from another company that we had to call to get our furnace...

operating. Only waiting for invoice from that other company which is expected within 1 to 2 days.

Mrs. [redacted] will not allow us to call her to resolve her concerns.  We have a warranty on her unit so no matter what the problem is we will fix it at no cost.  If Mrs. [redacted] allows us to contact her we will send our Field Service Manager to her home to check the unit and repair anything that is wrong, again at no charge.  We still have not seen these problems for ourselves since we have not been to her home since June 2015.  We will stand behind any work we have done and correct any problems but she has to give us the opportunity to do so or there is nothing else we can do.  Please try and have Mrs. [redacted] allow us call her  so we can resolve this problem.  Doing everything the US Mail is too long of a process.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  The buisness has already issued a refund and I consider this complaint resolved.

Regards,[redacted]

We have attempted to schedule to go out to Ms. [redacted]'s house multiple times, she will not let us come to the house.  She will only correspond with us through US mail, will not take any emails or phone calls.  We have not been to the house since 6/2015, with Ms. [redacted] not letting us in the house we can not solve the issues with her unit.  We can not take the word of another company on what is wrong with the system or pay them to fix the issue.  Ms. [redacted] does have a warranty with us on labor until 5/21/16, the few times we did go out to the property right after the install we did not find any issues.  The unit was installed in 5/2015 an as stated we have not been to the house since 6/2015.

On 6/30/16 we went to the [redacted] home for a unit hat was not working.  We found the TXV was broken.  We ordered the TXV from the manufacture and installed it on 6/30/16.  The unit was working when we left.  On 7/6//16 we returned because the unit was not working, the TXV just...

installed was bad needed to be replaced.  We returned the next day 7/7/16 and replaced the second TXV.  At this time we found a second problem with the unit, the compressor was making noise, this could be do to the first TXV that was restricted and caused the compressor to over heat.  We returning today  7/13/16 to replace the compressor.  To address the cost, the customer only has a part warranty.  Labor, Freon, filter dryer, reclaiming and disposal of Freon, and nitrogen flush are all items not covered on their warranty.  We charged $857.00 for the none covered work.  The customer then refused to put the line dryer in so we are refunding $188.  The line dryer is a very important part that should be installed anytime the system is opened.  What ever was in the system that caused the first TXV to fail could still be in the system.  This could explain the failure of the new TXV and the compressor.  We are also replacing the compressor at no additional cost even though the only cost covered under their warranty is the compressor itself.  It still need all the same items as the TXV.  On a last note, we have to order the parts from the manufacture, we are at their mercy as to when they will have parts in stock, sometimes it could take a day some cases it could take 3 weeks to get a single part.  We try to get them in as fast as possible but that part is still out of our control.  I feel the $668 cost to replace the compressor that we are not charging for is fair to make up for any problems there have been.

I left a message for [redacted] to discuss but no return call yet.  She seems to be asking about a service call we did in November of 2012.  If that is the service call she is asking about then we did charge her a $39.00 diagnostic fee.  I am willing to refund the $39.00 she paid...

even though the [redacted] Warranty does have a diagnostic fee charge.  The allegation that Orangutan techs would "destroy" her unit is far fetched.  The [redacted] does specify that the unit must be maintained yearly in order to keep the warranty in effect.  Any company can perform the maintenance as long as there is written proof from a licensed contractor.  As far as I know Orangutan is the only company left in Arizona that still honors the [redacted] Warranty.  In order to put a claim through [redacted], we are the only contractor that can take care of that. If she chooses to have another company repair her unit they will not be able to utilize the [redacted] benefits.

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We did receive a voicemail from your company that was left at my home. My wife returned the call on 11/14/2014 to speak with Ron. He was not in the office and she left a message with the receptionist for him to call her back. Here is a snapshot from my call report of that day she called. 11/14/2014  13:59  Outgoing  ([redacted]   [redacted]We never heard back from anyone from your company after that message.I am fine with calling [redacted] to come out and meet with one of your technicians. But I am not going to pay any additional trip charges, service call fees or inspection fees for the time that it will take to disassemble the unit for an inspection. If you want to have them meet you out here, then you will have to call and set that up. I am not going to be the middle man for your inspection. That is up to you to arrange. As I said, I am not paying any more fees or money on this issue.If you want to end this complaint, I told you my terms for removing it in previous messages and amounts. 1 – How much are you willing to refund for the “prorated” extended warranty? 2 - I see your offer to refund the $79.00 service call. 3 – I offer to split the cost of what we had to pay to have it repaired from the invoice from the Honest Air Company so that this complaint can be resolved.

Regards,[redacted]

I am the General Manager, [redacted] leader.  I spoke with Mrs. [redacted] on 12/4/14.  I have agreed to refund her $153.60.  Mrs. [redacted] has agreed to this offer and we will ensure the best service we can for the future.

I have already given this company 1 star as there is nothing lower for their follow-up paid for preventive maintenance services I made both an air conditioning date and time which failed to be honored on both days it was set last week. ( they did not show for the first or rescheduled time) At the same time I added an appointment for plumbing inspection for the hot water heater as well. Today came and went and I wasted 3 more of my hours waiting for them . Orangutan was a no show. I received no call this am that they were coming and no call saying they would either be late or could not come. I called this morning to verify they were coming and was told yes.So the maintenance warranty is a myth with this company.

I left a second message for Mrs. [redacted] on 6/29/16.  She has not returned either call yet to try and resolve this situation.  However, her feeling is that an A/C should not brake within the first 5 years and that is just not possible.  We repair hundreds of systems a month that are under 5 years old.  In Arizona with the heat and dirt our a/c units take a lot more abuse than most parts of the country.  This is why the manufacture gives the consumer a 10 year warranty on the parts. Orangutan Home Services gives a 1 year labor warranty but after that we have to charge for repairs or there would be no way to stay in business.  I understand Mrs. [redacted] is upset about the repairs and we have discounted the repairs as much as we can.

I've been a customer of their's for many years. The main reason is their relationship with [redacted]. They've always been very pushy and upselling, which I find annoying after I've already paid for a HVAC and warranty from them. I was just dealing with it until their most recent stunt. They installed capacitors in my unit (roof unit) and mounted them with Duct Tape. They charged me a lot of money for the parts and labor to be taped to the unit. Since the unit was on the roof, they must have thought I wouldn't see.

Very unscrupulous in my opinion.